Business Strategy & Operations

Zendesk, Service Desk Administrator

Sydney – Full-time

We’re constantly working towards making Canva the best place to work, for everyone. We believe deeply that bringing together diversity of thoughts, perspectives and expression is key for building the best product for our equally diverse community all around the world. We celebrate uniqueness and whatever makes you, you and encourage everyone who wants to help us transform the way the world designs, to join us on this journey. We value all different types of experiences. If you don’t think you quite meet all of the qualifications, we’d still love to hear from you.  

About Us

At Canva, our mission is to democratise design and empower creativity for anyone and everyone, on every platform. Inspired by a team of talented thinkers, an amazing culture and a remarkable growth trajectory – we’re out to change the world, one design at a time. 

Since launch in August 2013, we have grown exponentially, amassing over 60 million monthly active users across 190 different countries who have created more than 6 Billion designs. We are one of the world’s fastest-growing technology companies and we have only achieved about 1% of what we want to do.

The business systems sub-group of the Information Technology (“IT”) group drives secure and scalable adoption of technologies that enable Canva’s scale. This is a new group where you will be on the ground floor of a rapidly expanding team as we aim to radically innovate the foundational infrastructure of our technology supporting these critical groups.

The User Voice Systems team evaluates, implements and administers the technology stack that support the Customer Service processes; e.g. event management, incident management, problem management, request fulfilment, access management. This team partners with the User Group leaders to realize their strategic goals thru scalable and reliable business solutions

About the role

Customer Services Admin position is focused on providing technical administration support for business tools and applications for the enterprise. The individual will be responsible for coordinating new features and functionality, working with internal customers on customization projects and resolving technical issues in support of expanding our Zendesk CRM adoption. This includes development and support of Zendesk client configurations and custom analytics.

As a Customer Services Admin, you will be expected to have a working knowledge of the tools, applications, and software managed by the team. This position requires a self-motivated employee who has a strong passion for improving customer experiences and a drive for efficiency and process improvement.

What you'll do:

  • Strategy, full technical support and oversight of the Zendesk platform into our support environment to include changes, widget implementation, API integration, CRM workflow configuration and reporting configurations.
  • Collaborate, work cross-functionally to implement new or enhanced features to improve customer service.
  • Build and lead, maintain control of access rights, security settings and user privileges for supported customer service applications
  • Business process improvements, ensure comprehensive system and PII data integrity, including system sec
  • Solution orientated,  perform initial troubleshooting; technical support; change management and maintenance of Zendesk, online chat tools and other customer service applications in both production and test environments including upgrades and data migration.
  • Customer centric, own and maintain documentation for Zendesk setup, issue resolution, customizations, etc.
  • Communication, own business communication and work prioritization with the business sponsors and provide timely status updates

What we are looking for:

  • Bachelor’s Degree, preferably in Information Technology, Computer Science, or similar
  • 3+ years of Systems Admin experience in Zendesk; other Customer Care or Help Desk system administration experience is a plus
  • Understanding administration of CRM applications (Salesforce, Pardot, Outreach, etc)
  • Knowledge and experience with RESTful API desirable
  • Experience with SaaS integrations is desirable
  • Experience troubleshooting in a SaaS environment
  • Experience developing reports and dashboards is desirable
  • Previous work experience with SQL or other databases is desirable

We'd love it if you had.....

  • You think and act as We, not Me. We’re all in this together. You love nothing more than to collaborate and build trusted relationships with your team, ensuring everyone is empowered to do the best work of their life, and having the best time doing it Right brain, left brain. Your head is in the clouds while your feet are on the ground
  • You are solutions orientated but focus on strategic excellence, flipping between big picture thinking and what needs to be done now without jeopardizing the quality of either
  • Able to work under pressure whilst keeping a calm demeanour, you can juggle  multiple tasks, people and systems of varying complexities and deadlines. 
  • Comfortable with chaos. You have a passion for efficiency, process improvements, and map out a path to clarity and execution. You can work out ways to achieve the impossible and ride through change like a boss.

Being a Force for good. One of our core values at Canva, “Being a force for good” means we are actively working towards a world that isn't just good for a small few, but one that’s good for everyone. We believe deeply that bringing together diversity of thoughts, perspectives and expression is key for building the best product for our equally diverse community. To achieve this, we need to constantly work towards making Canva the best place to work, for everyone.

We make hiring decisions based on your experience, skills and passion. If you’re keen to apply and need reasonable adjustments or would like to note which pronouns you use at any point in the application or interview process, please let us know.